Client Care Manager, Undergraduate Admissions

University of Pennsylvania; Philadelphia (Philadelphia County); On-site; USD 30,000 - 44,000; Full time

Job summary

The University of Pennsylvania in Philadelphia seeks a Client Care Manager for Undergraduate Admissions to lead the Client Care help desk, overseeing staff delivering information to Penn undergraduate pre-applicants, applicants, and campus visitors via phone and email.

You will hire, train, supervise, and schedule student workers, develop guidelines and resources, and partner with ISC to maintain the ACD system while ensuring high-quality service.

Qualifications

• High School Grad/GE Degree, and 5 to 7 years of experience or equivalent combination of education and experience is required.
• Strong communication skills are required, including facility and comfort with public speaking and strong interpersonal skills.
• Experience in managing help desk operations and staff in a high-volume environment is needed.

Responsibilities

• Manage the Client Care help desk operations and services.
• Oversee professional and student staff delivering information to Penn undergraduates via phone and email.
• Schedule, support and manage staff within Client Care.
• Establish guidelines and resources including training manuals and online tools.
• Monitor metrics/KPIs and make tactical improvements based on data.
• Collaborate with ISC and other partners to improve client care processes.

Skills

Public speaking

Communication

Interpersonal skills

Education

High School Diploma or GED

Associate's Degree preferred

Tools

ACD system

ISC Information Systems & Computing

Job description

University OverviewThe University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.Posted Job TitleClient Care Manager, Undergraduate AdmissionsJob Profile TitleAdministrative CoordinatorJob Description SummaryA key member of the Client Care team, the Client Care Manager will be responsible for managing help desk operations and services while applying strong organizational and customer services skills. The Manager will Oversee the professional and student staff in the delivery of information via telephone and electronic communications to Penn undergraduate pre-applicants, applicants, and prospective campus visitors. This role will be responsible for hiring, training, supervising, and scheduling student workers that support our call center operations.Establish and implement a comprehensive set of client care guidelines and resources including training manuals and online communication tools. Work closely with colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies. Develop benchmark criteria and measurement tools to monitor the quality of responses and make recommendations for enhancements. Build and maintain working relationships with University partners to coordinate client care efforts that promote Penn’s commitment to service excellence.The Client Care Manager will report directly to the Director, Audience Engagement. This role is the primary liaison with ISC Information Systems & Computing), overseeing the maintenance of our ACD system, and leading technical troubleshooting and performance within the system for our student staff. The Manager has responsibility to work as part of a team to achieve the goals of the University of Pennsylvania in enrolling highly qualified, diverse and intellectually passionate students.In addition, the Client Care Manager will partner with admissions officers during decision-release periods and occasionally support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation.Job DescriptionJob ResponsibilitiesManage the Client Care help desk operations and services. Oversee the professional and student staff in the delivery of information via telephone and electronic communications to Penn undergraduate customers. Schedule, support and manage staff working within Client Care (these are staff that rotate through on a daily basis)Establish and implement a comprehensive set of client care guidelines and resources including training manuals and online communication tools. Work closely with colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies. Monitor metrics and KPIs to ensure we are providing high-quality services - make tactical recommendations based on that informationWork with students on developing effective communication mechanisms and improving efficiencies in operation.Act as primary liaison with ISC on the operation and support of the ACD system.Support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation during high volume times of the cycle.QualificationsHigh School Grad/GE Degree, and 5 to 7 years of experience or equivalent combination of education and experience is required. Associate's Degree preferred.Strong communication skills are required, including facility and comfort with public speaking and strong interpersonal skills.Expertise in aiding customers regarding inquiries and the ability to exercise good judgement in evaluating situations, solving problems, and making decisions.Demonstrated ability to manage and prioritize projects in a high-volume and timeline-driven process needed.Familiarity with computer applications and general information management is required.Must be a self-starter with the ability to work both in a team but also autonomously for periods of time.Looking for a demonstrated commitment to the mission of higher education.Application RequirementA Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.Job Location - City, StatePhiladelphia, PennsylvaniaDepartment / SchoolProvost's CenterPay Range$21.52 - $32.03 Hourly RateSalary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.Equal Opportunity StatementThe University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.Special RequirementsBackground checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.University BenefitsHealth, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay